Key Information

1 February 2019
9am-5pm

Magenta Living
Partnership Building, Hamilton Street, Birkenhead  CH41 5AA

So what about the people?

Martin Hill-Wilson

We can all sense the change going on in our contact centres. Driven by customers, we are rebalancing live assistance with self service and proactive service. In parallel, new technologies constantly pop up to reinvent how we engage our customers and provide smarter ways to understand their needs and our performance in response. This challenges our core assumptions around the type of people we need for customer service and how we deploy them. Looking forward, most CX strategies still recognise the need for the human touch. Even in the highly automated future we are rapidly adopting. So what competencies will we need to recruit and nurture? What kind of culture and operational management will be supportive. This session from Martin unwraps the topic and explores where we are heading as contact centres.

How to be physically close in a more virtual world?

Giles Mccelland

In the ever-changing world of contact centres we are constantly challenged by the development of the virtual world, where service can be delivered by means of many channels.  Giles’ recent study where he worked with many contact centres in the North West, has born some interesting findings. Identifying the differences in collaborative behaviours between colleagues who sit in fixed teams and colleagues who hot desk/work from home, could lead to a heated debate when trying to create high performing teams.  Giles will share the outcomes from this study which will give some real “take aways” to be implemented into any business transformation plan.

Crowd Services

Nicola Eaton Sawford

A super-hot, new and futuristic topic.   Nicola will take this session around the customer experience and journey to a new level, bringing thought provoking scenarios to some of today’s most challenging areas of delivering high quality customer service. One of the most exciting new developments in contact centres is the inclusion of customers as a part of the customer service team – “Customers on the payroll”. A whole new way to involving customers as key influencers.

Find out how your customers could directly help you reduce contact centre costs and alleviate common resourcing challenges, perhaps even improve your NPS and CSAT.

The future of CX, DX and AI

Avaya and 4Net

Without exception every contact centre in the north west will be thinking about addressing their future comms strategy; Customer Experience, Digital Experience and Artificial Intelligence.  You may already have a firm strategy in place or just starting your journey…Avaya and their partners 4Net Technologies will bring you the latest insights into the next generation of CX, DX and AI implementations that only the worlds number 1 communications company can.

A key area for any contact centre looking to maximise employee engagement, provide the ultimate employee reward and reduce absence within their teams.

Mental Health in the workplace is a fundamental element which contributes to absence in the workplace. Come and meet businesses who are facing this challenge head on by committing to making a real change in their approach to this subject matter.

Meet the Mental Health First Aiders from RSA and Sky; and find out what positive effect their activity has had on engagement and absence.

The Contact Centre Team Leader role is challenging, diverse and dynamic reflecting an ever-evolving world of contact centres.  With such operating criteria, it is essential that our Team Leaders are developed to be the best they can be, are equipped to deliver at the highest level, identifying with key business drivers and the individual needs of the team. Join us for the launch of the Call North West ILM accredited, levy-funded Team Leader Development Programme.

Come along and meet Andrea Burke, Contact Centre of the Year Manager of Sky who will share with you key aspects of their award winning entry!

Learn of the membership benefits of Call North West, grab your 2019 activities calendar and sign up for the upcoming User Groups and training programmes.